Information Technology Operations - Infra Tech Support Practitioner

Key Responsibilities

Service Delivery & Process Improvement

• Lead the delivery of all Local Technology Support (LTS) functions across the region.
• Develop, implement, and continuously improve processes that enhance service delivery and operational efficiency.
• Build strong internal and external relationships to improve service quality and customer satisfaction.
• Identify opportunities for process and service enhancements, driving cost savings and efficiency improvements.
• Manage customer satisfaction programs, analyze feedback, and implement corrective actions in collaboration with delivery and support teams.
• Support supplier management processes, ensuring documentation, SLAs, and reporting standards are consistently maintained.
• Participate in commercial discussions to support service and cost optimization.

Technical Leadership

• Demonstrate a solid understanding of core IT products and services such as Security, Core Architecture, Workstation Technology, Collaboration, End User Services, and Digital Workplace.
• Advocate best practices, pricing, and eligibility guidelines to ensure effective adoption of technology services.
• Provide insight and feedback to help shape and refine IT service offerings based on user and business needs.
• Oversee preparation of reports, metrics, and KPIs to support customer service reviews and performance assessments.

People Management

• Lead, mentor, and develop a team of technology support professionals to achieve high performance and engagement.
• Conduct regular one-to-ones, performance reviews, and coaching sessions to build capability and drive accountability.
• Manage recruitment, onboarding, and ongoing development of team members.
• Identify and nurture high-potential employees to support succession planning and career growth.
• Address performance issues proactively, providing clear feedback and structured improvement plans when necessary.
• Effectively manage and prioritize team workloads to ensure delivery excellence across multiple projects and stakeholders.

Requirements

• Proven experience in IT service delivery or technology support management.
• Strong leadership and people management skills with a track record of building high-performing teams.
• Excellent communication and stakeholder management skills.
• Demonstrated ability to manage suppliers and third-party relationships.
• Experience with continuous improvement, service design, or process optimization.
• Solid understanding of enterprise IT infrastructure and services.
• Flexibility to travel within the UK as needed.